Effective Communication, Negotioan and Selling Skills

1. Effective Communication, Negotiation
and Selling Skills in Training Program
Viera Paliderova
Student ID：C61790
AOI Institute
BSBCMM401A: Task Two

2. Background of A 72 Bungalow Island
Resort

3. Aim to Presentation
 Bid to capture more conference business in a 72 bungalow
island resort
 Train staffs in effective communication negotiation and
selling skills

4. Aim to Training
 Allow the resort to send any one of them on selling
missions, whenever needed

5. Training Plan
 Importance and use of communication and listening
techniques
 Use of effective selling techniques
 Ways how to negotiate effectively
 Detailed analysis of persuasive communication
 Pros and cons of any audiovisual equipment
 Specific physical requirements of a presenter
 How to asses and read audience reaction and reception

6. Aim to Communication
 Get information
 Motivate
 Cheat
 Praise
 Make arrangements
 Give advice
 Sell
 Greet
 Abuse
 Etc

7. Effective Communication
productive
Relationship
Effective
Communication

8. Give good information
Use precise, memorable and powerful words
Support your words with visual aids
Give demonstration
Communication
Provide examples/metaphors/analogies
Use the other person “language”

9. Use Positive Cooperative Communication
 Soften the ‘you'd or change the into “I” to
avoid sounding pushy
 Instead of : ‘You’ll have to….’, say ‘Could you….’ Or
‘Would you be able to….’
 Focus on the solution , not the problem
 Instead of ‘We’re out of mild….’, say ‘I will pop down
the shop for some milk’

10. Use Positive Cooperative Communication
(CON.)
 Turn cant's into cans
 Instead of ‘We can’t do that until next week’, say ‘We’ll
be able to do that next week’
 Take responsibility – don’t lay blame
 Instead if ‘It’s not my fault’, say ‘Here’s what I can do
to fox that’

11. Use Positive Cooperative Communication
(CON.)
 Say what do you want , not what you don’t want
 Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’
 Focus on the future , not the past
 Instead of “I’ve told you before not to……, say ‘From now
on…….”
 Share information rather than argue or accuse
 Instead of ‘No, you’re wrong’, say ‘I see it like this….’

12. Verbally
Assertive People
 Make statements that are honest, clear, brief, and to the
point
 Use “I” statement : I’d like, I appreciate, I think
 Distinguish between fact and opinion
 Ask, don’t tell
 Offer improvement suggestions, not advice and commands

13. Verbally
Assertive People (CON.)
 Offer constructive criticism, free of blame, assumptions,
and ‘shoulds’
 Ask questions to find out the thoughts and feelings of others
 Respect the rights of others as well as their own rights
 Communicate mutual respect where the needs of two
people conflict, and look for mutually acceptable solutions

14. Non Verbally
Assertive People
 Make appropriate eye contact
 Sit or stand firmly and comfortably erect
 Gesture openly to support their comments
 Speak in a clear, steady, firm tone of voice

15. Non Verbally
Assertive People (CON.)
 Maintain open, steady, relaxed facial expressions, smiling
when pleased, frowning when angry
 Speak a steady, even pace, emphasizing key words, with
few awkward hesitations

16. Manage Body Language
 Sit or stand at right angles and on the same level, and
respect people’s personal space zones
 Use open gestures and body language
 Center your attention exclusively on the other person
 Lean slightly forward to show interest; a bit further forward
to apply pressure, slightly back to reduce pressure

17. Manage Body Language (CON.)
 Maintain appropriate eye contact while listening to
encourage the speaker; increase eye contact to apply
pressure; reduce it to lower pressure
 Respond appropriately by basing your responses on what
the other person has just said
 Be relaxed and balanced to make relaxed and open
communication easier

18. Active Listening Skills
 Paraphrasing meanings: Translate into your own words
what the speaker has said
 Reflecting feelings: when someone is expressing emotion
or feelings or looks emotional (upset, angry, excited),
convey your empathy and encourage the speaker to
continue
 Reflecting facts : briefly summarize the content, or factual
aspects, of what the speaker has said.

19. Active Listening Skills (CON.)
 Synthesizing: blend several ideas of the speaker into one
theme or idea
 Imagining out loud: imagine what it must be like to be in
the speaker’s place

20. To Listen More Effectively
Attend mentally
- The right body language helps us to focus on the speaker and
encourages the speaker to give us more information
- Follow the speaker’s flow of thought, listen to understand,
not evaluate; listen first, then assess
- Paraphrase, clarify, probe further, summarize your
understanding
Attend physically
Check it verbally

21. Let your body language show you are receptive
Receiving Listening Feedback
Listen, don’t resist
Ask questions to make sure you’ve understood
1
2
3
4
Keep calm and keep breathing

23. Selling Techniques
 Tell customers about a
variety of products and
services
 Link the customer to any
support people in your
organization who can help,
advise or add value to the
customer's use of products
and services

24. Selling Techniques (CON.)
 Respond promptly to customer
inquiries and stay in touch with
a number of people in the
customer’s organization, not
just the top decision makers.
 Initiate discussions about
innovative ways customers can
solve problems or improve
operations, and work with them
to act on these potential
improvements.

25. Selling Techniques (CON.)
 Show interest in customers’
future goals and operations in
addition to helping them solve
existing problems and meet
current needs
 Refer to your experience with
other organizations to show
customers that you understand
their business and industry and
are qualified to meet their needs

26. Selling Techniques (CON.)
 The Physical Product
Itself
Competitive features and
benefits
 The Deal
Terms, credit, availability,
delivery, installation,
ongoing support and
application ideas

27. Negotiation skills

28. Negotiation skills
Contents
Reduce resistance & minimise conflict
2
Work to achieve a WIN-WIN situation
4
Know how & when to accept the opinions, values & will of other
3
3
Act assertively to achieve objectives
3
1

29. Effective Negotiation
 Is an important communication
skill
 Reaches the agreement that best
meets both sides requirements
 Should be conducted in a
professional manner
 Be a solid foundation on which
to build future relationships

30. Negotiation skill
 Preparing yourself
 Identify your objectives
 Identify targets
 Know your resistance
point
 Adopt the most suitable
style
 Time the interaction
correctly
 Achieve a deal

31. Formal Negotiation
 Favours the party with the strongest power base
 Limits the likelihood of informal talks
 Emphasises the letter of agreement

32. Informal Negotiation
 Emphasises the relationship between the two
parties
 Encourages the spirit of any agreement reached

33. Modern Negotiation
 Enables strategic alliances to be built
 Emphasises partnerships
 Builds relationships
 Is effective long term

34. Outcomes From Negotiation
 Need to achieve the
objective set
 Be of benefit to all parties
 Ensuring a WIN/WIN
situation

35. Stages to Successful Negotiation
 Exchange information
 Assess Wants, Needs,
Information
 Find the middle ground
which is fair & reasonable
to both
 Firm up a mutually
agreeable solution

36. Negotiation skill
Approaches to Resolve Conflict
Skilful listening to improve understanding
Make careful note of actions decided
Emphasise issues, break up large issues
Assertion skills
Influence by using interpersonal skills
Approaches to Resolve Conflict
Negotiation

37. How would you describe this?
What is considered assertive language?
Use assertive language
Effective body language
1
2
Negotiation skill
Recognising Assertiveness

38. Negotiation skill
Modern Negotiation
Enables strategic alliances to be built
Emphasises partnerships
Builds relationships
Is effective long term

39. Negotiation Strategy
Opening Exploration Create movement
Create Closure Finish
The Process
Agree
Boundaries
Deny
Need
Stress the
Difference
Agree Boundaries – On which the negotiation will focus.
Deny the need – A deliberate strategy in which both parties play down their
need for a particular outcome.
From the outset skilled negotiators will play up the fact that they do not believe
the outcome will be successful.

40. Barriers to Listening
 Dialogue of the deal - Both
sides within a discussion, intent
on making their own point, may
fail to listen to each other.
 Experience - The parties may
have had bad experiences of
negotiations in the past.
 Familiarity - Can be a crucial
disabler when negotiating.
 Skim Listening - Picking up on
key words and missing vital
parts of the conversation.
 Attention span – Are you
focused or distracted?
Negotiation skill

41. The Levers Of Influence
Pull Skills
Creating rapport
Authentic listening
Skilful questioning
These Pull techniques also involve
the effective use of non-verbal
communication.
Consider carefully how
you want to build the
relationship
with someone who you
will be negotiating with.
Creating rapport :
Posture
Voice – Tone & Volume
Gesture
Eye Contact
Facial expressions
How we occupy our space
Negotiation skill

42. Negotiation skill
The aim is to use effective questioning skills to
Help build rapport
Obtain accurate information
Obtain other people’s opinion
Questioning :
Have a questioning strategy –
USE:
Hypothetical questions
Defining questions
Probing questions
Pull Levers

43. Negotiation skill
Assertiveness is
 Saying what you mean
 Meaning what you say
 Asking for what you want clearly
 Listening to what the other person is saying
 Being honest about what is relevant
 Being prepared to look for a workable compromise
Being Assertive during a negotiation is the best way
to achieve a win/win outcome. Conduct your
conversation
with clarity, confidence and an open mind.

44. Negotiation skill
 Build Rapport
 Network effectively
 Work in a team
 Build consensus
 Be persuasive
 Deal with conflict
A successful Negotiator can

45. Question ?

46. Thank you !